Chapter 1 Understanding Cisco CallManager Extended Services

Components of Cisco CallManager Extended Services

Components of Cisco CallManager

Extended Services

The Cisco Customer Response (CR) Platform provides the components required to run Cisco CallManager Extended Services. The Cisco CR platform provides a multimedia (voice/data/Web) IP-enabled customer care application environment. The Cisco CR Platform uses Voice over IP (VoIP) technology, so your telephony network can share resources with your data network.

Cisco CallManager Extended Services uses four main components of the

Cisco Customer Response Platform:

Gateway—Connects the enterprise IP telephony network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX).

Cisco CallManager Server—Provides the features required to implement IP phones, manage gateways, provides failover and redundancy service for the telephony system, and directs Voice over IP (VoIP) traffic to the

Cisco Customer Response Application (Cisco CRA) system.

Cisco IP Telephony Directory—Stores configuration information and Cisco CRA application scripts in a LDAP directory. The subdirectory that stores Cisco CRA scripts is called the repository. Storing application scripts and configuration information in an LDAP directory allows you to load application scripts on any Cisco CRA engine in the network. The repository keeps one backup version of each script for recovery purposes. You can revert to the previous version if necessary.

Cisco CRA Server—Contains the Cisco CRA Engine that runs Cisco CRA applications. Cisco CRA applications comprise a series of steps, implemented as Java Beans packaged in .jar files.

 

Cisco CallManager Extended Services Administrator’s Guide

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321 Studios 78-12959-01 manual Components of Cisco CallManager Extended Services

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